IT Service Desk Technician

Job Summary

Providing first-level support, the full-time IT Service Desk Technician will assist customers with software, hardware, and network issues while maintaining accurate documentation and striving for high first contact resolution in a remote environment.

Key responsibilities

• Respond to and resolve customer requests through various media while ensuring efficient and friendly service
• Document calls and incidents accurately, managing time and workload to meet service level agreements
• Perform diagnostics and assign incidents to the appropriate support groups, acting as a single point of contact for logged issues

Required qualifications

• High School diploma or relevant certifications
• 1-2 years of related experience in IT service delivery
• 6 months of IT Service Desk experience
• 6 months of Level 3 support experience for MS Office, MS Exchange, and MS Windows networks
• Working knowledge of data and voice network concepts